CX-Advisory.com

According to Convey Inc., 98% of consumers believe that shipping impacts brand loyalty and 84% report that they are unlikely to return after just one negative experience. This statistic shows just how important the delivery step in the customer journey is. Most businesses breathe a huge sigh of relief after a successful purchase, but for the customer, their experience is just entering a critical phase. Imagine you were excited for a product to be delivered to you, and you waited all day for a delivery driver to drop off your package, only for you to find that your product was damaged in transit. How could this not tarnish your experience? Unfortunately, third-party delivery services are at the heart of most delivery issues, but not every company can afford to take full control of their deliveries and manage them in-house. So, what can be done? – Build feedback mechanisms: Implementing a structured feedback system focused on delivery quality can be invaluable. A system like this allows businesses to evaluate the performance of their third-party delivery partners comprehensively. – Offer proactive communication: Transparency is the key to managing customer expectations effectively. Businesses should proactively communicate all potential costs and fees, even those as unpredictable as customs and taxes. – Add responsibility clauses: Whenever feasible, businesses should work on contractual agreements with third-party delivery services that hold them financially or contractually liable for mishandling products. If you want to find out how to improve your delivery processes, you can find out how to contact me on the link below: https://lnkd.in/d3m42-BP #CX #CXAdvisory #IndustryInsights #CXInsights

Sometimes good CX can be the difference between a satisfied customer and a lawsuit… Customers understandably get upset if they feel your products have not lived up to your promises, you have wronged them, or if your products have caused them harm. However, the way you deal with these problems can mean the difference between a lawsuit and a loyal customer for life. Here’s how: 1. Respond to customer queries as soon as possible: If a customer has a serious problem with a product or service you offer, then you will need to get in touch with that person as soon as possible. This is especially important if the person is accusing you or claims that your items caused them harm. 2. Move urgent comments to specialized departments: Any urgent comments people have relating to injuries and other serious issues should be directed to your legal department. 3. Offer proper mitigation solutions: Offering a replacement product, a refund, or offering to reimburse customers for any other loss they may have incurred can often solve many of the issues they have. 4. Review the source of the issue: Many customers will talk in detail about the problems they have. You can then use these insights to find the source of the problem so you can address it and prevent it from happening again in the future. If you’d prefer not to have lawsuits landing on your desk, I can help you set up a CX strategy that will keep your customers smiling :). Click the link below to find out how: https://lnkd.in/dPuZeB83

What did the Capptoo AG team think of the NHS ConfedExpo? We had a great time! We set up our booth as a “podcast studio” and encouraged the attendees to come and chat with us. It worked out really well, and we got a lot of great content which we’ll be posting over the next few weeks! Thank you everyone for stopping by :). ---------------------------------------------------- If you really want to take your business to the next level, you’ll need a great CX strategy, and I can help: https://lnkd.in/dPuZeB83

The wait is over, the news is out… I have joined Capptoo AG as a shareholder and will serve as the CEO of Capptoo LifeScience! I am extremely excited to be joining forces with Dr. Christian Fillinger and the rest of the Capptoo and Screver AG team. Together, we will leverage our combined expertise to deliver exceptional value to our clients in the pharmaceutical and life sciences industries. But, this isn’t the end for CX-Advisory.com 😉. After the acquisition I will continue to offer consultancy, coaching and CX services under the CX-Advisory brand and we will further grow the team. So, if your business is in need of some top-notch CX strategy advice or life science agency services, you can click the link below 😉 https://lnkd.in/dPuZeB83

In the industries I operate in, you need to be like the animal below to succeed: a jack of all trades. You need to be able to do it all and perform a balancing act at the same time. However, when you inevitably fail, it’s better to not divide your attention so much. It’s good to fail, because you always learn something, but when it comes time to rectify those failures, you shouldn’t focus on them all at once. Focus on fixing the small failures first, and then work your way up. This just makes it so much easier to turn your failures into successes later. Elon Musk’s company, SpaceX, actually has a culture of failure, and they work with rockets! When something goes wrong, they don’t focus on the whole rocket, they look at the small details to see where they first went wrong, and then they begin to look at the project as a whole. So I say chase these failures because it is inevitable, and you will burn your fingers. But, rather burn your pinky finger instead of your whole hand 😁. This is a short summary of my speech at the NEXT Pharma Summit, but if you want to hear the rest, you can click on the link below: https://lnkd.in/d_qRCUcd

Our tough questions series is finally coming to a close, and we're ending on one of the toughest of all… “What are the skills needed to make a company and idea fly?” I hope everyone enjoyed our series, and stay tuned as Dr. Christian Fillinger and I have a lot more video content in the backlog! ------------------------------------------------ If your business is in need of some help in the strategy department, look no further than the link below :) https://lnkd.in/dPuZeB83

What’s the difference between an idea and a vision? An idea is a fragile thing; it’s something you should really only whisper about, while a vision should motivate people, so you should shout it from the rooftops! ------------------------------------------------ If you want to convert a fragile idea into a vision, check out the link below to find out how I can help: https://lnkd.in/dPuZeB83

Data is useless if all you’re doing is collecting it. You need to start by coming up with a hypothesis, and only then you should start collecting data to either prove or disprove your hypothesis. This is what helps you generate insights! You can watch the video below, if you want to hear what Dr. Christian Fillinger has to say about the process of collecting data. ------------------------------------------------ If your company is in need of some personalized CX advice, check out the link below to find out more about what I do best: https://lnkd.in/dPuZeB83

Keeping a healthy work-life balance can be tricky at times, but it’s always worth it. I usually feel balanced when I get to exercise early in the morning when the rest of the family are asleep, but Dr. Christian Fillinger prefers to take a lot of small breaks during the day. What do you do to keep a healthy work-life balance? ---------------------------------------------------- If your company is in need of some personalized CX advice, check out the link below to find out more about what I do best: https://lnkd.in/dPuZeB83

In this episode of Tough Questions, Dr. Christian Fillinger and I were asked about the mindset needed to make a company successful. But… You’ll need to watch the video to find out more! ---------------------------------------------------- If your company is in need of some personalized CX advice, check out the link below to find out more about what I do best: https://lnkd.in/dPuZeB83